TY  - JOUR
AB  - Rapid changes in the facilities management environment combined with the rising expectations of users has made effective customer service one of the most important factors contributing to success in today’s efficient facilities management operations. To create an effective customer service programme, it is necessary to analyse needs and set appropriate standards that consider the total requirements and unique resource structure of the service providers in the facility environment. By taking advantage of the latest industry research and proven methods for establishing service standards, the facility manager can design and implement customer service programmes that contribute dramatically to customer satisfaction and the overall performance of the facilities management operation.
VL  - 1
IS  - 4
SN  - 1472-5967
DO  - 10.1108/14725960310808033
UR  - https://doi.org/10.1108/14725960310808033
AU  - Bandy Nancy M.
PY  - 2003
Y1  - 2003/01/01
TI  - Setting service standards: A structured approach to delivering outstanding customer service for the facility manager
T2  - Journal of Facilities Management
PB  - MCB UP Ltd
SP  - 322
EP  - 336
Y2  - 2024/04/25
ER  -